Raymour and Flanigan - Poor customer service!To this day, I am still waiting for our sofa to be fixed. My experience with this company has been a nightmare. The day our furniture was delivered, we noticed problems. A seat for the dining room chair was loose, there were nicks on some furniture, and hardware for our end tables, entertainment set, and buffet were loose as well. However, the biggest problem was a squeaky sofa.
I called the company the first chance I got to express my complaints and to request repairs or exchanges for the defective BRAND NEW furniture. When the technician arrived, he was able to repair most of the problems with the exception of the squeaky sofa and a dining room chair. The dining room chair needed a replacement part which I had to wait for. The technician attempted to repair the sofa but on the same day he left, the other side of the sofa began squeaking. This lead to another call to schedule another appointment.
We didn't schedule another appointment until the part arrived for the dining room chair so that the technician can try to repair both in one visit as opposed to two separate visits. I had requested a different technician because the original technician didn't fix the problem with the sofa. They did NOT send a different technician. The same one came back for the 2nd appointment. He was able to repair the dining room chair but unable to repair the sofa. The rear of the sofa now began to squeak.
At this point I had begun to get frustrated. I made multiple calls to the Oakland Service and Repairs department (201-337-0980) requesting to speak with managers or supervisors. I was usually told that they weren’t available but I would get a call back. I NEVER received a call back. I finally spoke with a manager (Emilio) by calling in myself to express my frustrations. I requested to have the sofa exchanged. It was a brand new sofa that had already been taken apart twice. He insisted on sending a more experience technician and give them another chance. I declined and insisted on exchanging the sofa. At the end of the conversation, he agreed to exchange the sofa and I’d have to wait for yet another appointment. He had also stated that if the sofa was exchanged, I could not longer request repairs for the piece because it will no longer be covered by the plan. I feel this is a ridiculous policy.
On the third appointment (7/31/07), two gentlemen brought in the new sofa. That one squeaked too and it was worse than the sofa I already had. This just goes to show the quality of the furniture they’re selling. I had requested the delivery men to leave the original sofa. I was forced to make another call. I had no other recourse at this point but to call for another service appointment. I spoke to Emilio again. He said this time he will send a more experienced technician to resolve the problem. I had no choice, either take the fourth appointment or live with a squeaky sofa. He pulled some strings to get me the first appointment that day.
On the fourth appointment (8/17/07), they did send another technician and he did arrive first thing in the morning. He also seemed more knowledge and experienced. Unfortunately, he did not have the equipment or means to repair the sofa. He stated that the sofa needs to be taken into their repair facility where they have to proper tools to fix the sofa. Reluctantly, I accepted this answer because ultimately I just want to get it fixed. I received a call from a woman by the name of Applelina to schedule my fifth appointment (8/22/07). This appointment was to have a delivery team pick up our sofa to be repaired. I had expressed to her the ordeal I’ve been going through. She understood and told me that she would be requesting an early morning appointment (8am-12pm). My work schedule starts at 12:30pm so I need appointments in the AM hours.
Keep in mind, taking away our sofa is very inconvenient for my wife and me. The company isn’t able to tell me how long it will take to fix the sofa. They won’t schedule an appointment until the sofa is fixed. So let’s say it take 2 days to fix the sofa. Then they call me to schedule an appointment for delivery. If they actually honor the scheduled appointment, I anticipate I’ll be without a sofa for nearly a week.
Today (8/20/07), I received a call from a gentlemen from the Delivery department. He told me the appointment is scheduled between 10am-2pm. At that point I was very upset and tried to explain to the gentlemen that this wouldn’t work for me. He hung up on me.
Immediately, I called into the Delivery department to speak with a supervisor or manager. Again, I was told none were available. The lady I spoke with, Tammy had advised me that they cannot guarantee any appointment windows and if the appointment didn’t work for me, I’d have to reschedule. At the end of the conversation, I was forced to reschedule to (8/24/07) but still she could not guarantee me a time frame! Again, she was only able to but in a request. If they actually pick up the sofa and repair it, will I get it back by Labor Day to entertain guests?? I requested the company’s corporate number and address. She was only able to provide me with a phone number of 315-453-2500.
I called the number and spoke to Kelly. I told her that I wished to speak with someone on filing a complaint against the company. She transferred me to a lady by the name of Bridgette. I also advised her of my request. She placed me on hold only to hang up on me. I attempted to reach the Oakland Service center and today I only get their voicemail.
I am at my wits end with this company. The way they treat their customers is deplorable. The only persons I’ve dealt with that have shown any empathy are Emilio and Applelina. The attitudes I’ve received from others have been apathetic. Their website doesn’t have a corporate address where you can write letters to complain. Attempts to make complaints by phone are given the runaround with phone transfers. I will never purchase anything from the company again. I will never recommend them either.